A new report from Celent says all financial institutions regardless of size — both big and small — are “blowing it.” Smaller banking providers deliver a better branch experience than larger financial institutions, but CX shortcomings in digital channels imperil their future. Conversely, big banks are digitally more sophisticated but struggle with in-person service. Who’s winning?

• Big Banks blow it in branches, smaller institutions have digital Achilles heel. “Celent believes banking providers of all sizes are “blowing it.” Big banks are not keeping the level of personal service in their branch networks where it needs to be, while small banks and credit unions aren’t keeping up with rising consumer expectations in digital channels.”
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